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Agent Attribute
With Precision Routing, you can assign attributes to agents.
NoteYou can assign attributes only to agents who are on a Cisco Unified Communications Manager PG.
Agent Precision Queue Membership
An agent can be a member of or belong to a combination of up to 50 precision queues and skill groups. That means if you complete an API transaction that results in an agent becoming a member of more than 50 precision queues and skill groups, the transaction fails.A failed transaction can occur under the following conditions:
- Update an agent—If you update the attribute value for an agent and this results in the agent becoming a member of more than 50 precision queues and skill groups, the transaction fails.
- Create or update a precision queue—If you update or create a precision queue that results in an agent becoming a member of more than 50 precision queues and skill groups, the transaction fails. To successfully create the precision queue, you must change the criteria.
NoteA failed transaction can also occur when you assign skill groups to agents.
Agents and Associated Attributes
Agent Get
Use the GET API to retrieve an existing agent and associated attributes.
NoteCreating or deleting agents is not supported via the API or web gadgets in Unified CCE. You can create or delete agents with the Agent Explorer tool found within the Configuration Manager.
Agent parameters Data type Description agentId 11 digit string containing 0 to 9 only The PeripheralNumber. Each agentID must be unique for each peripheral.
description The description of this desk setting.
agentStateTrace True/False Indicates whether the software collects agent state trace data for the agent.
changeStamp Integer Increments when the record changes in the database.
supervisor True/False Indicates whether the agent is marked as supervisor.
peripheral Node Indicates peripheral ID and name.
Agent Attribute Node The attributes that have been configured for the agent along with their dataType and value.
Additional Parameters
The agent API can also return the following additional information:
- Agent desk settings
- Person details
- Supervisor details
- Skillgroup details and default skillgroup details
- Agent team details
For additional parameter details, see the following sections.
Agent desk setting parameters Data type Description refURL URL RefURL to the AgentDeskSettings object
Agent attribute parameters Data type Description attributeValue True/False or Integer The value of the attribute for the agent. Must be convertible to the data type of the attribute.
description String Per agent attribute description.
Agent attribute parameters Data type Description refURL RefURL to the attribute object.
name String Name of the attribute.
dataType 3 - Boolean or 4 - Proficiency Type of attribute.
description String Attribute description.
Peripheral parameters Data type Description id Integer ID of the peripheral.
name String Name of the peripheral.
Person parameters Data type Description firstName String First name of the agent (person).
lastName String Last name of the agent (person).
loginName String Login name of the agent (person).
password String Password for the agent (person); not returned in read operations.
loginEnabled True/False Indicates whether the login is enabled for the agent (person).
Supervisor UserInfo Parameters
The API can also return the supervisor details associated with the agent.
Supervisor UserInfo parameters Data type Description userName String The active directory username for this supervisor.
domainName String The active directory domain name for this supervisor. If empty, the default name is used.
Skill Group parameters Data type Description refURL RefURL to the skill group.
name String Name of the skill group.
Default Skill Group Parameters
The API can also return the default skill group details associated with the agent.
Default Skill Group Parameters Data Type Description refURL RefURL to the default skill group.
name String Name of the default skill group
Agent team parameters Data Type Description refURL RefURL to the agent team.
name String Name of the agent team to which the agent belongs.
Example XML Response
URL: https://server:port/unifiedconfig/config/agent/5000
<agent> <changeStamp>218</changeStamp> <refURL>/unifiedconfig/config/agent/5023</refURL> <agentDeskSettings> <refURL>/unifiedconfig/config/agentdesksetting/5000</refURL> <name>Default_Agent_Desk_Settings</name> </agentDeskSettings> <agentId>2115319</agentId> <agentStateTrace>false</agentStateTrace> <agentAttributes> <agentAttribute> <attribute> <refURL>/unifiedconfig/config/attribute/9001</refURL> <name>AT_3040_00000</name> <dataType>3</dataType> </attribute> <attributeValue>true</attributeValue> </agentAttribute> </agentAttributes> <description>Agent2 Create Default Description</description> <peripheral> <id>5000</id> <name>CUCM_PG_1</name> </peripheral> <person> <firstName>AgentFirstName_1826_01374</firstName> <lastName>AgentLastName_1826_01375</lastName> <loginEnabled>true</loginEnabled> <userName>AgentUserName_1826_01376</userName> </person> <supervisor>false</supervisor> </agent>Agent Update
Agent attribute parameters Data type Description attributeValue True/False or Integer The value of the attribute for the agent. Must be convertible to the data type of the attribute.
description String Per agent attribute description.
attribute Node Reference to the attribute. Refer to the table below.
Agent attribute detail parameters Data type Description refURL RefURL to the attribute object.
Example XML Payload
URL: https://server:port/unifiedconfig/config/agent/5000
<agent> <changeStamp>1</changeStamp> <refURL>https://<server>/unifiedconfig/config/agent/5000</refURL> <agentAttributes> <agentAttribute> <attribute> <refURL> https://<server>/unifiedconfig/config/attribute/5226</refURL> </attribute> <attributeValue>5</attributeValue> <description>test</description> </agentAttribute> </agentAttributes> </agent>
